TrainMaster Models — Local services in Auburn

Beware of online orders.

On June 17th, I placed an order for several items that were all listed as in stock on the website. I read the terms and conditions on the website and understood that orders were aggregated from multiple sources and would ship within 5 business days.

On the fifth business day, Friday, June 22nd, the order had not shipped, so I called to request the status of an online order and was transferred to Wesley.

Wesley told me that all items were available and were en route to their facility for shipping. I asked him to specifically check that all items were available. He said "Yes, we never would have kept your money this long if they weren't available." Wesley told me items would be available by mid-week the next week and I should check in if I don't hear anything by then.

On Thursday, June 28th, I called for a status update (per Wesley's instructions) and was told that two items on my order were back-ordered and wouldn't be available until mid-July. When I challenged this as contradictory to what I was told the previous week by Wesley, the owner told me:

1. I should never have been transferred to Wesley because he didn't know what he was talking about

2. Wesley didn't have access to the information she had access to, therefore, the information he provided me was wrong.

The owner also implied that it was my fault for talking to Wesley about my online order - the person I was directly connected to when requesting the status of the online order!

The owner then tried to twist my words, stating that because I waited until mid-week this week (as advised by Wesley), I specifically instructed them to wait until backorders were available to ship my order. Again, how would I have made a determination on back order-handling if Wesley told me all items were in transit and never used the words "back order"?

The owner also accused me of not reading their policy and conditions. I specifically read the terms and conditions, which state that orders listed as "available" take time to aggregate from multiple sources and may not ship for up to 5 business days. I never would have ordered something listed as "back-ordered" on their website, I specifically placed the order because the items were available on the website and, at the time, were also listed as available at their distributor (Walthers). The website was since updated to show this item as back-ordered; however, it did not show this at the time of order.

When I stated that Trainmasters was outside their own terms and conditions because they failed to ship merchandise within 5 business days, the owner accused me of not understanding how their business worked and having not read the terms and conditions on the website (yes, the terms and conditions I was quoting). She accused me of wanting my items shipped within a few business days, which is patently false - until now, I've patiently waited 9 business days for the order to ship.

When I asked for the order to be cancelled, the owner scoffed at me and refused to cancel the entire order and stated she would have to charge a restocking fee of 15% on the in-stock items (which, I would understand if I they were within the terms of their order conditions, but, they were not).

When I conceded and just asked the owner to cancel the backordered items, the owner used a mocking tone when she listed the price adjustment on the order of $22.

Finally, the owner was defensive, standoffish, and blamed me from the beginning for this issue. I'm sorry I received incorrect information from your team, but, I'm not accountable for the breakdowns in protocols and communications within your organization. Next time there is a breakdown on your end, please don't blame your customer. Next time a customer is frustrated, please try to be understanding, not accusatory.

Today, this company lost a retail customer who has loved their shop for the last four years. While their retail store is great, their web experience was among the worst in the industry. By the way, they pay customers for...

It's finally time to retire, fella's. Thank you for allowing me to be graced by your existence (tongue firmly tucked in cheek). I have patronized TM since WAY before the current team has been running the store in Auburn, and have spent tens of thousands of dollars here over the years (in the Buford location). While the ability to browse the massive selection and energize the creative dopamine in my brain remains an attractive feature of the brick and mortar, the service itself gives me the feeling that I broke into a retirement home and sniffed through everyone's belongings. Additionally, the prices are now off-the-chart high. I am quite accustomed to over-paying for the experience of the inventory and the friendly chit-chat, but WOW... I would ask the current team to up their customer service game a bit, especially when the customer actually states they will "pay any price" for an item accessible on the floor and is then ridiculed for the mere mention of the phrase. Unfortunately... VERY unfortunately, the current business model seems to indicate the owners already have plenty of money and are no longer interested in communication or friendly patronization with their long-time customers. I am truly disappointed that I will not be able to visit here again, however, I am very much encouraged that everything I need for all of my layouts can easily be found online. (I even found and ordered the N-scale 'General Lee' I was told I couldn't find - within 5 minutes of leaving the store- iykyk) As I rarely close any door in my network, I have to concede in this instance and will happily...

Horrible customer service here! I wanted to give a mom/pop shop a chance.

•Placed an online order 3/9 since they had the best online price. At time of purchase, all items were marked as in-stock with no mention of off-site storage or shipping delay.

•On 3/16, sent a message to their Facebook page, got no response. Order was marked as "processing" online.

•On 3/19, credit card was charged; no order update or shipping notice. Order was still marked as "processing" online.

•On 3/20, sent an email asking how long an order takes to process and provided a copy of the order receipt. Business claimed an item was now "back-ordered" and would arrive 3/25. Business also asked I give a name for the online account, which was added to account. Name was also given on purchase order, day of order placement on 3/9.

•On 3/27, sent an email asking for an order update. Business replied they needed a name for the online account. Reminded them a name was already proved on 3/20.

•On 3/28, sent an email asking how much longer the order would take to process (still marked "processing"). Business replied stating they didn't have a nameon account, canceled my order (didnt ask for order cancelation), and sent a refund. Checked online account and name was present.

•On 3/29, went to log into account and was recived notice that account was canceled. Sent email asking for refund status. No response...